Customer Success Manager

The Customer Success Manager Role at Carta This page outlines the position of , detailing the responsibilities, context, and requirements for the role.

About the role In this position, you will own the complete client journey for a specific portfolio of funds and operating companies. Your primary mission is to drive adoption and demonstrate measurable value throughout the entire client lifecycle. You will act as a strategic partner, translating Carta Law's complex workflows into clear, actionable steps for founders and fund managers. Your work will focus on building deep, lasting relationships and ensuring clients derive maximum benefit from the platform.

What you'll do You will be responsible for a diverse set of client-facing and operational tasks designed to ensure success. This includes orchestrating initial intake sessions in collaboration with legal and sales teams to clarify objectives and set clear expectations. You will architect and manage tailored workflows that align the Carta Law platform with specific fund governance and operational requirements. A core part of your role will be championing client outcomes by rigorously tracking health metrics and identifying potential risks early, developing strategies to address them before they escalate. You will actively expand existing relationships by identifying and progressing cross-sell and upsell opportunities. This involves close partnership with the sales team to translate client needs into commercial discussions that create value for both the client and Carta. You will serve as the primary connective tissue, coordinating seamless handoffs and communication between the legal delivery team and other internal specialists. also, you will collaborate with marketing and operations teams to refine client communications and campaigns, aiming to increase engagement across your portfolio. A critical function involves synthesizing feedback patterns, usage signals, and relationship intelligence to influence product improvements and service design for internal stakeholders. Finally, you will use customer success tools and emerging AI capabilities to manage your portfolio efficiently, track account health, log all activities, and personalize engagement at scale.

The team you'll work with You will join the Carta Law, Customer Success team. This team manages the full client lifecycle, from welcoming new clients through onboarding to building deep, lasting relationships with established fund managers and their legal teams. The team operates at the intersection of legal delivery, commercial strategy, and operations. Day-to-day, you will partner closely with legal delivery, sales, marketing, and operations to ensure clients extract maximum value from Carta Law. The team is building the gold standard for client success within the AI-powered legal services space, and you will have a significant role in shaping its future.

The problems you'll solve Your work will directly address the challenges of unlocking the power of equity ownership for a wider audience. You will be a trusted advisor and the primary relationship point for your clients throughout their entire journey with Carta. Specifically, you will oversee the full client lifecycle, from onboarding new clients in partnership with our legal delivery team to managing and deepening relationships with large, established accounts. You will drive client satisfaction and engagement by proactively checking on health, identifying risks early, and developing strategies to address them before they escalate. You will build new relationships and maintain existing ones, establishing yourself as a trusted advisor who deeply understands each client's business structure and long-term goals. You will identify and progress cross-sell and upsell opportunities, translating client needs into commercial conversations that benefit both the client and Carta. You will ensure smooth onboarding experiences and seamless handoffs between clients and internal teams. You will also work on client communications, campaigns, feedback loops, and process improvements with marketing and operations to enhance the client experience at scale. Internally, you will act as the voice of the client, synthesizing feedback and usage signals to influence service design and product prioritization. You will use tools and AI to manage your portfolio, track account health, log activity, and personalize engagement.

About you We are seeking a client-focused, commercially aware professional who thrives in a fast-paced, high-ambiguity environment. You bring genuine curiosity to every client conversation and possess the emotional intelligence to build trust quickly with a wide range of stakeholders. You are a clear, confident communicator who can translate complexity into clarity, whether speaking with a first-time fund manager or a seasoned legal counsel. Your background should include over five years of experience in Customer Success or Account Management within our sector. Fluency with legal entity management and fund administration software is essential. You must demonstrate the ability to translate intricate legal structures into simple, actionable guidance for clients. You should be comfortable operating independently in fluid, high-stakes situations where ambiguity is constant. Clear, confident verbal and written communication is required to resonate with both first-time managers and senior legal counsels.

Key facts This role is based in London and is a full-time position. The expected compensation range is £70,000-£90,000 per year. You will be part of a team that manages the full client lifecycle, working alongside legal delivery, sales, marketing, and operations. The role involves significant collaboration with colleagues in both London and Denmark, following recent acquisitions that have integrated these locations into a single global entity. About Carta 's infrastructure and industry wide best practices, that translates into leverage for Carta's business. About You You are excited by the idea of developing scalable, reliable and efficient infrastructure that powers the entire company. We're looking for strong communicators